Shipping Policy

We are committed to processing and delivering your order as quickly and reliably as possible. Please review the following information before placing your order.

Order Processing

Orders are normally processed within 1–3 business days after payment has been successfully completed.

During this period, your order will be prepared, checked, and transferred to our logistics partner. Once the shipment has been accepted by the carrier, a shipping confirmation email containing the tracking information will be sent to the email address used at checkout.

Please note that tracking information may take 24–72 hours to become active after it is issued.

Estimated Delivery Time

After your order has been shipped, delivery normally takes approximately 8–10 business days.

The total estimated delivery time consists of:

• Order processing: 1–3 business days

• Shipping and delivery: 8–10 business days

Delivery times are estimates and cannot be guaranteed. Weekends, public holidays, severe weather, carrier disruptions, customs clearance, or routine customs inspections may result in additional delays.

We will always do our best to ensure that your package reaches you as soon as possible.

Tracking Your Order

Once your order has shipped, tracking details will be sent to the email address provided during checkout. Please make sure your email address is entered correctly and check your spam or junk folder if you do not see the shipping confirmation.

Tracking updates are provided by the carrier and may not appear in real time, especially while a package is moving between countries or logistics facilities.

Shipping Address Requirements

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Before submitting your order, please carefully verify:

• Recipient’s full name

• Street address and house number

• Apartment, suite, unit, or building number

• City, state, and ZIP/postal code

• Telephone number and email address

If you live in an apartment building, please make sure the apartment or unit number is included. Missing or incorrect address information may cause delivery delays, failed delivery attempts, loss of the package, or return of the shipment.

If you notice an address error after placing your order, please contact us immediately. We will try to update the address if the order has not yet been transferred to the logistics partner. Once an order has shipped, we cannot guarantee that the shipping address can be changed or corrected.

Incorrect or Incomplete Addresses

The buyer assumes responsibility for delivery issues caused by an address that was entered incorrectly or incompletely at checkout.

If a package cannot be delivered, is lost, misdelivered, refused, or returned because of an incorrect or incomplete shipping address—including a missing apartment or unit number—the order will not be eligible for a refund, free replacement, or free reshipment.

Please review your shipping information carefully before completing your purchase.

U.S. Deliveries

For orders shipped to the United States, final-mile delivery is normally handled by USPS.

Once the package enters the USPS network, customers can use the tracking number provided in the shipping confirmation email to check its latest status on the official USPS website.

If USPS reports a delivery exception, no access to the delivery location, an insufficient address, or another delivery-related issue, the recipient may need to contact the local USPS office directly to arrange delivery or collection.

Carrier and Customs Delays

Packages may occasionally be delayed due to circumstances outside our direct control, including:

• Public holidays or peak shopping periods

• Customs clearance or routine customs inspections

• Severe weather or transportation disruptions

• Carrier processing delays

• Local delivery restrictions

• Incorrect or incomplete recipient information

A temporary pause in tracking updates does not necessarily mean that the package has been lost. International tracking may not update while a shipment is in transit between logistics facilities or countries.

Shipping Charges

Available shipping methods and any applicable shipping charges will be displayed at checkout before payment is completed.

Contact Us

If you have questions about your shipment, please contact us through our Contact Us page and include your order number and the email address used to place the order. We will be happy to help you review the available tracking information.

 

Return and Refund Policy

We want you to shop with confidence. Please review the following policy before requesting a return, replacement, or refund.

Damaged, Defective, or Incorrect Items

We provide replacement or refund assistance if:

• The item arrives damaged;

• You receive the wrong item;

• The item has a functional or manufacturing defect; or

• An item is missing from your order.

Please contact our customer service team as soon as reasonably possible after discovering the problem. Include your order number, a description of the issue, and clear photographs or videos showing the item and its packaging.

After reviewing the information, we will provide an appropriate resolution, which may include a replacement or a refund to the original payment method. If the item must be returned, we will provide return instructions.

This policy does not limit any mandatory consumer rights concerning faulty, damaged, misdescribed, or incorrectly supplied goods.

Lost Packages

If a package is confirmed as lost following a carrier investigation, we may provide either a replacement or a refund.

Lost-package protection applies only when the customer provided a complete and accurate shipping address at checkout and complied with any reasonable delivery or collection requirements.

A temporary pause in tracking updates does not necessarily mean that a package has been lost. We may need to complete an investigation with the logistics provider or final-mile carrier before approving a replacement or refund.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for checking that the shipping address entered at checkout is complete and accurate, including any required apartment, suite, unit, or building number.

Delivery problems caused by customer-provided address errors are not covered by our lost-package, replacement, or refund service. This includes packages that are lost, misdelivered, undeliverable, refused, or returned because of:

• An incorrect street address;

• A missing apartment or unit number;

• An incorrect city, state, or ZIP/postal code;

• An incomplete recipient name;

• An invalid or inaccessible delivery location; or

• Other inaccurate information supplied by the customer.

Where permitted by applicable law, orders affected by these address errors are not eligible for a refund, free replacement, or free reshipment.

If you notice an address error after placing an order, please contact us immediately. We will try to correct it if the order has not yet been transferred to the logistics provider, but an address change cannot be guaranteed after shipment.

Returns for Other Reasons

For eligible, non-final-sale items, you may request a return for another reason, including a change of mind, within 14 calendar days after delivery.

Before sending anything back, please contact our customer service team to request return authorization and obtain the correct return address. Do not send a return to the address printed on the original package unless our customer service team specifically instructs you to do so.

To qualify for a refund, the returned item must:

• Be unused, unworn, unwashed, and unaltered;

• Be in its original condition;

• Include all original tags, accessories, and packaging;

• Show no damage, stains, odors, scratches, or signs of use; and

• Be accompanied by the order number or other proof of purchase.

Returns sent without prior authorization may be refused or delayed.

Return Shipping

For returns that are not caused by a damaged, defective, incorrect, or missing item, the customer is responsible for all return shipping costs.

Returns must be sent using a trackable shipping service. The customer must provide us with a valid return tracking number and retain the shipping receipt until the refund has been completed.

We are not responsible for return packages that are lost, damaged, or delivered to an incorrect address while being sent back to us.

Original shipping fees and return shipping fees are non-refundable for change-of-mind returns, except where otherwise required by applicable law.

Inspection and Refunds

After receiving the return, we will inspect the item to confirm that it meets the return conditions stated above.

If the return is approved, the refund will be issued to the original payment method. We cannot normally send a refund to a different card, bank account, or payment method.

You will receive an email confirmation when the refund has been processed. Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.

If a returned item shows signs of use, damage, alteration, missing parts, or diminished value, we may refuse the refund or make a reasonable deduction where permitted by applicable law.

Discounted and Final-Sale Items

Discounted, promotional, and clearance items are considered final sale and cannot be returned for a change of mind, except where applicable law provides otherwise.

The final-sale restriction does not apply when an item is damaged, defective, materially misdescribed, incorrectly supplied, or otherwise covered by mandatory consumer protection laws.

UK and EU/EEA Customers

Where applicable, customers in the United Kingdom, European Union, or European Economic Area may have a statutory right to cancel an eligible online purchase within 14 days after receiving it, without providing a reason.

After notifying us of the cancellation, the customer must return the eligible item within the period required by applicable law. Unless the item is defective, incorrect, or otherwise covered by the seller’s responsibility, the customer is responsible for the direct cost of returning it.

Any mandatory statutory right of withdrawal takes priority over a conflicting final-sale or change-of-mind restriction in this policy.

Exchanges

We do not offer automatic exchanges for change-of-mind returns. If you want a different item, please contact us for return eligibility and place a new order after the original return has been approved.

Replacement items may be offered for products that arrive damaged, defective, incorrect, or incomplete.

Contact Us

To request a return, replacement, or refund, please contact us through our Contact Us page or email us at hello@bellalusy.com.

Please include:

• Your order number;

• The email address used to place the order;

• The reason for your request; and

• Photographs or videos, if the item is damaged, defective, incorrect, or incomplete.